Mgr, Money Canvas Coaching Operations

Thrivent•Remote-Minnesota, MN

7d•$114,731 - $155,224•Remote

About The Position

The Mgr, Money Canvas Coaching Operations serves as the business owner for Coaching Operations, accountable for the strategy, operating model, and performance of the delivery channel for Money Canvas, a free financial coaching program at Thrivent. This role owns the Coaching Operations roadmap and the systems, processes, and talent strategies that enable scalable, high-quality coaching experiences aligned to business objectives and customer needs. As a senior operational leader for Coaching Operations, they lead a geographically dispersed organization of Coach Managers and 40+ Money Canvas Coaches, driving coaching effectiveness, workforce engagement, service delivery, and operational performance outcomes. Operating within Thrivent's Product Operating Model, this role partners closely with Strategic Operations, Learning Operations, Product Management, Product Owners, Design, and Digital Engineering to influence priorities, improve coaching delivery, and drive adoption of new features and capabilities. As a member of the Money Canvas Operations leadership team, the role develops leaders, strengthens organizational culture, and helps define the strategic direction and long-term evolution of Money Canvas.

Requirements

Bachelor’s degree or equivalent experience.
8+ years of experience operations management, customer-facing service delivery, product operations, or a related field, including experience owning strategy, operating models, and measurable business outcomes.
5+ years of formal people leadership experience, including talent development, experience leading people managers and/or large distributed teams.
Proven experience influencing product roadmaps, operational roadmaps, or strategic portfolios in partnership with Product Managers, Product Owners, and Engineering Teams.
Proven experience defining and delivering against target metrics.
Proven ability to define strategic direction and translate strategy into executable initiatives.
Proven experience building, scaling, and developing high-performing teams in a remote or geographically dispersed environment.
Proven ability to define organizational strategy and translate strategic goals into operational plans, processes, and measurable outcomes.
Strong track record of driving employee engagement, team culture, retention, and leadership effectiveness.
Experience leading teams through change, ambiguity, and continuous evolution.
Strong analytical and problem-solving skills with the ability to leverage quantitative and qualitative insights to inform decisions.
Excellent organization and prioritization skills, with the adaptability to shift and ruthlessly prioritize workstreams
Excellent written and verbal communication skills.
Strong aptitude for MS Office Suite (Word, Excel, Powerpoint, Outlook, etc.)
Eagerness to collaborate with others.
Data-driven decision maker with strong judgement, accountability, and business acumen.

Nice To Haves

Experience overseeing large-scale organizations utilizing a human delivery channel with strong use of digital products.
Experience working in organizations with a strong focus on end user experience.
Experience in financial wellness, behavioral coaching, customer experience, or related fields.
Experience using workforce management, quality assurance, and performance analytics to improve operational efficiency and service outcomes.
Familiarity with SQL based platforms such as Mode, Tableau, Databricks, or Looker.
Experience working in high-growth, rapidly evolving, or startup-like environments.
Experience in executional leadership roles in an Operations-heavy industry utilizing human delivery channels.
Experience translating insights and strategies into actionable processes with responsibility for execution.
Experience with operational excellence, continuous improvement, Lean, Six Sigma, Kaizen, or similar methodologies.

Responsibilities

Responsible for the Coaching Operations Discipline, partnering with other senior leaders on overall Money Canvas strategy while owning implementation and performance of the coaching delivery channel, ensuring alignment to Money Canvas business objectives, customer needs, and organizational priorities.
Leads and develops a geographically dispersed organization of Coach Managers and Money Canvas Coaches, establishing leadership standards, accountability, workforce planning strategies, and a high-performance culture focused on growth, engagement, and operational excellence.
Accountable for Coaching Operations outcomes, including coach engagement, coaching effectiveness, workforce retention, productive capacity, service quality, operational adoption, and other key performance indicators; defines success metrics and leads initiatives to improve outcomes through data-driven insights and continuous improvement.
Owns the Coaching Operations performance management framework, including performance measures, talent calibration practices, organizational health indicators, leadership expectations, career progression programs, and workforce productivity standards.
Oversees day-to-day coaching operations, ensuring coaching capacity, service levels, quality standards, and customer experience outcomes align with forecasted demand and business goals.
Co-owns the Money Canvas Operations roadmap with the Strategic Operations Manager, helping define priorities, sequence initiatives, and balance operational excellence, employee engagement, scalability, and strategic program objectives to maximize business value and organizational adoption.
Serves as the primary operational representative for the coaching delivery channel across Product, Engineering, Human Resources, and executive stakeholders, influencing strategic decisions and ensuring coach and user needs are reflected in roadmap priorities, discovery efforts, and solution design.
Partners with Product Management, Product Owners, Design, Engineering, Strategic Operations, and Learning Operations teams to evaluate, pilot, implement, and drive adoption of new products, features, processes, and go-to-market initiatives that improve the coaching and user experience.
Partners with the Director of Operations and Strategic Operations Manager to define and execute the strategic direction of the Money Canvas Operations organization, championing cross-functional collaboration, continuous improvement, data-driven decision making, and achievement of Money Canvas objectives and key results.